John A
Power BI, Work Force Management, Business Planning & Strategy, Project Managment Office, Operation Management,
Bangalore
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
23
23
years of professional experience
Work History
Associate Manager Software Engineer
DXC Technology
01.2016 - 01.2024
- Power BI
- Data Analytics
- Work Force Management Tool. (Verint tool)
Business Planning Manager
Hewlett Packard Enterprises
09.2005 - 12.2015
Sep 2005- Feb 2009| CKM India Hub Supporting CDM team
Apr’2009 – Mar’2011| Supervisor
July 2015- June 2015| Project Management Office
Aug 2012 – July 2015| Business Excellence and Planning Team
Aug 2015 – Dec 2015| Resource Enablement Team
- Presented monthly performance reports to senior leadership, highlighting progress towards key objectives and recommending action steps for improvement.
- Managed risk by assessing potential threats and implementing contingency plans to ensure minimal disruption to operations.
- Improved overall business efficiency through streamlining processes, identifying growth opportunities, and monitoring performance metrics.
Senior Customer Care Consultant
America Online
01.2003 - 08.2005
- Implemented effective follow-up strategies, leading to enhanced customer loyalty and reduced churn rate.
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Provided first-contact resolution whenever possible by utilizing extensive product knowledge and problem-solving skills.
- Analyzed feedback from customers to identify trends and make necessary improvements within the department.
Customer Care Officer
Airtel Bharti Mobile Limited
12.2000 - 11.2002
- Contributed to team efforts in exceeding monthly sales targets through upselling products and services when appropriate.
- Maximized customer retention by providing personalized assistance and tailored recommendations.
- Managed high call volumes with exceptional time management and multitasking skills.
- Collaborated with team members to meet departmental goals and improve overall performance.
Education
B.Com -
Bangalore University
Bachelor of Accountancy - Financial Accounting And Commerce
St. Joseph's Evening College
Bangalore 04.2001 -
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Skills
Work Force Management Verint Tool
Business Planning & Efficiency Management
Shared Service Operation Management
Reporting & Project Management
Customer Service
Accomplishments
- In the Making a Difference FY14 category of Making a Difference: Execution, for Q1, Q2, and Q4'14 Efficiency Program, we were recognized.
- Fallout Project, part of the LEAN Sigma Project for 15% Productivity Improvement in the Department
- On July 09, I travelled to Singapore to Shared Service the MVC Process for PSS - Sales Partner Operations - Asia Pacific organization.
- Travelled to Dalian (China) in 2008 to transfer the CDM process - Learned the procedure of Creating Accounts, Contacts, and Responses in Siebel and applied it here.
Personal Information
Date of Birth: 07/10/1979
Timeline
Associate Manager Software Engineer
DXC Technology
01.2016 - 01.2024
Business Planning Manager
Hewlett Packard Enterprises
09.2005 - 12.2015
Senior Customer Care Consultant
America Online
01.2003 - 08.2005
Bachelor of Accountancy - Financial Accounting And Commerce
St. Joseph's Evening College
04.2001 -
Customer Care Officer
Airtel Bharti Mobile Limited
12.2000 - 11.2002
B.Com -
Bangalore University